Mumsnet has not checked the qualifications of anyone posting here. Free legal advice is available from a Citizen's Advice Bureau, and the Law Society can supply a list of local solicitors.

hi all first post here :) re tesco grocery shopping hell

(57 Posts)
ilovebeingamum26 Sun 22-Sep-13 11:32:08

hi well yesterday i did a food shop online checked the bank and the exact ammount had come out of my bank i no this because its all i had in there bar about £4 pounds anyway shopping booked between 10am and 11am ,fast forward to this morning five to 11 i get a call of tesco telling me they couldnt get the money so my orders cancelled the thing is they have got the money the bank said they cant see it on the system yet but that ammount it pending to go out and will clear tommorow so spoke to tesco customer service who told me my shopping was a lot more than my order confirmation says it is and he also said my coupon they only take the value of that of after ive paid .
Im now left with no food at all and no money to feed me and my son im so angry !!! ive just started a new job and have no money coming in bar child benefit every tuesday which i use to pay dinner money .my paydday from work is the middle of october i dont no how im going to manage any body else had this im litterally left with nothing tesco are saying it could take 14 days plus to be 'investigated' xx

CogitoErgoSometimes Sun 22-Sep-13 12:04:55

If they've cancelled the order the money hasn't left your account. I know when I place an online order the pending transaction is only completed once I've signed for the delivery. In your shoes I would check my account balance again in the morning and then go grocery shopping in person.

youarewinning Sun 22-Sep-13 12:10:06

why was your shopping more than the order confirmation? Are Tesco trying to substitute a load of goods for more expensive ones? If they are ring again and say you could afford the shop you did and they should deliver that minus any substitutions and then the money will be payable.
I've read a lot of threads on here about people having problems with online shopping and it has put me right off the idea.

I agree money should go back in tomorrow though as it hasn't actually left your account to go to Tesco. Give them 14 days to investigate - but they can't keep your money whilst they do. I'm sure that would come under theft? Taking money money without your consent as you haven't signed anything yet.

ilovebeingamum26 Sun 22-Sep-13 12:11:24

The money had definately left the account yesterday i have been repeatedly checking this morning since tesco rang.The man said on the phone when i rang back it can happen but not often where they take the money apparantly it cant take 3 days to leave my account to get to tesco and that could be the confusion as the banks holding it but the moneys definately left .I use asda all the time never used tesco only reason i did was for the £17 off first shop wont ever shop with them again .Never had a problem with asda .will check my bank again tommorow hoping the money is back definately going in person tommorow if the moneys there for now i have nothing in and theres no compassion from tesco wouldnt mind i no the money was there i checked and double checked before i placed the order !! .just got to hope for the best i think now and wait for morning x

ilovebeingamum26 Sun 22-Sep-13 12:14:31

I Have absolutely no idea my order subtotal was £102 exactly with the vouchers i got it down to £85.66 then when the man rang he said my order was £117 including the voucher i have the order confirmation in my emails so its completely different .The man was so rude i gave up with him in the end .
Im hoping it does go back in tommorow as im desperately in need of it there was enough money in to cover it i checked and re checked he also said the ammount before vouchers has to be in the account at the time of order dont get that but there was its not my fault my shopping seems to have gone up a lot its disgusting and from now on i wont be using them again ever xx

CogitoErgoSometimes Sun 22-Sep-13 15:03:58

Banks don't process many debit card transactions at the weekend. If the order has been cancelled, the money will be back on your account

piratecat Sun 22-Sep-13 16:00:10

yes i don't think you are going to 'see' any difference on your bank account until the morning, there's no update until then.

Sounds like they have done replacements that cost way more too.

ilovebeingamum26 Sun 22-Sep-13 21:39:10

Tesco have replied to my email asking if i received my shopping in the end i havent so looks like they dont have a clue they said once ive confirmed wether or not ive received it they will start the refund process .
i thought if they substituted items they had to give you the replacement at the same price as the other items .
hopefully its sorted for tommorow xx

ilovebeingamum26 Mon 23-Sep-13 09:02:47

hi all well the money is not back in my account !! had another email stating the refund process and how it works apparantly it can take upto 14 days dependant on bank

I have no food in surely they cant get away with this ive no food and no money to buy none !! thats was my last for 4 weeks as im waiitng for payment from my job only started last week .i have no luck

SaltySeaBird Mon 23-Sep-13 09:29:37

I used Tesco's once but never again after the shop they delivered was about £10 more expensive than the shop I ordered due to fruit, vegetables and meat all being more expensive than the predicted cost and several considerably more expensive substitutions. There were also some rather stupid substitutions like caffeinated coffee instead of decaff and biological powder over non-bio.

ilovebeingamum26 Mon 23-Sep-13 09:41:35

There a disgrace im reading more and more about people having issues
My shop was £102 but with a voucher it came to £85.66 .The man on the phone said the total was £117.96 so thats an extra £35.00 come from no where thats been added on .They just dont seem bothered just wish they would reply i need that money today or something of them i was relying on that shop .I cant lend any money and i shouldnt have to this is there issue not mine .
Total nightmare .

georgeannaskala Mon 23-Sep-13 10:01:55

Message deleted by Mumsnet for breaking our Talk Guidelines. Replies may also be deleted.

noisytoys Mon 23-Sep-13 10:08:05

I've used tesco online and have never been charged more for substitutions only the original price. Hope it is sorted for you soon OP

ilovebeingamum26 Mon 23-Sep-13 10:16:03

yes thats whats i assumed they substitue but charge the same doesnt make any sense does it plus its a big difference ,thanks me to x

piratecat Mon 23-Sep-13 11:14:55

this is bloody awful you've no money and no food????

VivaLeThrustBadger Mon 23-Sep-13 11:24:06

I've seen threads about this subject on MN before.....though previously its been asda not tesco. Get tweeting them to sort it out. That's what the MNer did to asda last time and it was sorted quicker.

NatashaBee Mon 23-Sep-13 11:24:10

I would tweet them a link to this thread, maybe shame them into doing something!

tombliboouun Mon 23-Sep-13 11:30:15

I was going to put an order through for groceries on Tesco.com this morning. Think I'll do my online shop at Sainsbury's rather.

Shame on you Tesco!!!

Hope you get your money back OP. Keep us posted.

ilovebeingamum26 Mon 23-Sep-13 11:34:08

They have just rung me now they have offered me 2 ten pound of vouchers i wont say where ive told them to stick them and said its being investigated and then they will refund as atm the moneys not showing up on there side so now need to ring the bank back
no piratecat i havent i was on benefits but have a job now but have a 4 week wait as its monthly pay and i didnt qualify for a back to work grant as wasnt on benefits long enough apparantly so they money i had from my last payment i got gas and elec ,and then did a bigger shop than i usually do so it would last obv its not going to last because i havent got it but that was my thinking behind it .
ive emailed them again just bt going to ring the bank back now as tesco claim not to have the money on there side either
but its still held in the account !! total nightmare just been crying on the phone i have no food in this house except bread milk butter and thats it i should have had this shop on sunday morning xx

ilovebeingamum26 Mon 23-Sep-13 11:35:19

they have just emailed me 20 coupons for tesco laughable really would be good if i could use them but no printer and u have to spend 25 before they deliver and thanks to them no money in my account idiots x

ilovebeingamum26 Mon 23-Sep-13 11:37:32

i mean a £20 ecoupon not 20 coupons lol x
and tombliboounn i definately would avoid tesco x

SavoyCabbage Mon 23-Sep-13 11:41:52

How awful. And you could totally do without extra stress when you are starting a new job.

I'm sure I've seen a thread on here before when the op complained through Facebook and it seemed to speed the process up...

piratecat Mon 23-Sep-13 11:47:25

yes how could op or anyone help via twitter, i don't know anything about it. Yet it seems to be a good place to gain support.

ilovebeingamum26 Mon 23-Sep-13 11:49:29

Its awfull just rang the numbers on the email and got through to the person who has been emailing me who has promised they will have it sorted asap.i have sent a message on facebook to them but i dont think ill get a reply and now theyve sent the coupons they probbably think there in the right .
I started my job last week mondays are my days off thank god so i can sort this mess out .
just asked family for a little borrow but they all only get paid around the 27th .my working tax should kick in shortly think the lady said around 2 weeks so thats not to bad .wouldnt mind using the coupons now but i hve no printer and it says there for online only have nothing in the bank to put to them aqnd u have to spend 25 pound just to get it deliverd there not thick are they even if used the daft coupons they would just be making more money out of me
sorry for the rant but i feel better writing it down
tesco are useless there trying to blame the bank now

ilovebeingamum26 Mon 23-Sep-13 11:50:11

im going to try and access my twitter now and tweet them thanks for the idea smile x

Join the discussion

Join the discussion

Registering is free, easy, and means you can join in the discussion, get discounts, win prizes and lots more.

Register now